About Our Client
Grayson Living is transforming how sophisticated consumers engage with home décor. As a leading online destination for luxury home design, we curate over 50,000+ premium home décor styles and deliver an exceptional shopping experience built on precision, aesthetics, and operational excellence.
About the Role
We are seeking a highly motivated, resourceful, and customer-focused Customer Service Representative (CSR) to support a US-based luxury furniture e-commerce brand. You will serve as the primary point of contact for a high-value customer base, delivering premium service across multiple channels (email, chat, calls, SMS).
This role requires strong independent judgment, polished communication, and the ability to resolve a wide spectrum of inquiries in a fast-paced, high-volume environment. Your goal is to ensure exceptional customer satisfaction while upholding luxury service standards.
About Our Client
Grayson Living is transforming how sophisticated consumers engage with home décor. As a leading online destination for luxury home design, we curate over 50,000+ premium home décor styles and deliver an exceptional shopping experience built on precision, aesthetics, and operational excellence.
About the Role
We are seeking a highly motivated, resourceful, and customer-focused Customer Service Representative (CSR) to support a US-based luxury furniture e-commerce brand. You will serve as the primary point of contact for a high-value customer base, delivering premium service across multiple channels (email, chat, calls, SMS).
This role requires strong independent judgment, polished communication, and the ability to resolve a wide spectrum of inquiries in a fast-paced, high-volume environment. Your goal is to ensure exceptional customer satisfaction while upholding luxury service standards.
Key Responsibilities
- Handle a wide spectrum of customer inquiries, including:
o Product information and guidance
o Delivery follow-ups and order status updates
o Returns, replacements, refusals, and post-purchase concerns
· Manage multi-channel support across:
o Email and chat (Freshdesk)
o Phone calls and SMS (Podium)
- Independently resolve all non-financial customer issues and service-related concerns.
- Escalate refund requests, discounts, and compensation approvals according to internal policies.
- Maintain high-quality documentation of all interactions in the CRM system.
- Consistently meet daily support volume targets:
o 10+ tickets/day
o 10–15 calls/day during peak periods
- Deliver luxury-level service by maintaining a professional tone, polished communication, and empathetic customer engagement.
- Collaborate with internal teams (Sales, Operations, Logistics, Product) to resolve complex issues.
- Manage administrative tasks such as email queues and case follow-ups efficiently.
Experience:
- 2–4 years of customer service experience
- Background in e-commerce or CRM-based environments preferred
- Experience supporting high-value or luxury customers is a strong advantage
Tools & Systems:
- Experience using Freshdesk (email/chat), Podium (calls/SMS), and Shopify preferred
- Candidates with similar CRM and omnichannel support tool experience are welcome
Soft Skills & Competencies:
- Strong written and verbal communication skills
- Detail-oriented with strong follow-through
- Critical thinker with strong problem-solving ability
- Ability to multitask and manage competing priorities
- Highly efficient and comfortable working in a fast-paced environment
- Professional demeanor with a high level of empathy and emotional intelligence